| Purpose: |
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Under the direction of executive management, this position plans, develops, and implements key programs that enhance the airport guest experience. This position is responsible for the development and oversight of the Airport Guest Services Program, the Airport Ambassador Program, and other community outreach programs that promote Austin-Bergstrom International Airport (AUS). |
| Duties, Functions and Responsibilities: |
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Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.
- Leads the development, implementation, and evaluation of programs and activities related to the customer experience at AUS.
- Leads the day-to-day operations of the Guest Services and Airport Ambassador Programs.
- Establishes leadership and overall direction of the Airport Guest Services programs.
- Develops and enhances the Volunteer Ambassador Program.
- Maintains collaborative and productive relationships with department staff, airlines and tenants, representatives of the business community, civic organizations, and other groups relevant to AUS business.
- Collaborates with US Customs and Border Protection, Airport Operations, and other divisions to enhance the international arrival experience for passengers.
- Tracks, analyzes, reports, and handles all guest compliments and complaints.
- Leads the Airport Guest Services Committee.
- Collaborates with AUS management and stakeholders to enhance guest experience.
- Establishes Guest Services goals, objectives, and strategies; and develops supporting action plans and key performance indicators to track progress.
- Researches, analyzes, and recommends emerging industry trends and industry best practices to AUS management.
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| Responsibilities - Supervisor and/or Leadership Exercised: |
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Responsible for full range of supervisory activities including selecting, training, evaluation, counseling, and recommendation for dismissal.
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| Knowledge, Skills, and Abilities: |
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Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.
- Knowledge of leadership, supervisory, and/or managerial techniques and practices.
- Knowledge of business strategies, objectives, planning, development, and management processes; and process improvement.
- Knowledge of performance measures principals.
- Knowledge of applicable Federal, State, Local, and City of Austin statutes, ordinances, and codes.
- Knowledge of research methodologies and cost/benefit analysis.
- Skill in handling conflict resolution.
- Skill in effective oral and written communications and presentations.
- Skill in project management methods.
- Skill in utilizing interpersonal skills for engaging all stakeholders and facilitating meetings with different/various groups.
- Ability to work independently and with teams.
- Ability to work with frequent interruptions and changes in priorities.
- Ability to understand, interpret, and apply detailed and complex information.
- Ability to manage implementation of recommendations.
- Ability to develop, evaluate, and present plans and proposals.
- Ability to gather, compile, and interpret industry data/trends.
- Ability to effectively direct, plan, and set priorities, and assign work to staff and/or others to include management of multiple projects, programs, tasks, resources, and timelines.
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| Minimum Qualifications: |
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- Graduation with a Bachelor’s degree from an accredited college or university with major coursework in a field related to the job, plus five (5) years of professional-level customer service experience in a field related to the job, including two (2) years of experience in a supervisory/managerial capacity.
- Experience may substitute for education up to a maximum of four (4) years.
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| Licenses and Certifications Required: |
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None.
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